Refund & Returns Policy

Because our products are fresh, made-to-order and often perishable, we handle refunds and returns carefully to protect product quality while still doing our best to make things right if something goes wrong. Please read this policy before placing an order with The Stems Flowers.

1. General Policy

All purchases made from The Stems Flowers are considered final sale. We do not offer cash refunds or returns for change of mind, late changes to orders, or where the product was delivered in good condition to the address and contact details you provided.

2. Wrong Item or Major Error in Order

If you receive a significantly wrong item (for example, a completely different product from what was ordered), please contact us within 1 hour of delivery with clear photos of the item and the order reference. We will investigate and, where we agree there has been a genuine mistake on our side, we will:

  • Arrange a replacement, correction or partial remake where practical; or
  • Offer store credit or a partial refund, at our discretion, depending on the situation.

3. Freshness, Damage & Quality Concerns

We take great care to ensure flowers and gifts leave our shop in excellent condition. If you believe your order is damaged or not fresh on arrival, please:

  • Contact us within 1 hour of delivery; and
  • Share clear photos of the product (including packaging, if possible).

We will assess the situation and, if we agree that the product was faulty on arrival, we will arrange a replacement or store credit. Because flowers and many gift items are perishable, we cannot accept returns once they have been used, unwrapped for display, or kept for an extended period after delivery.

4. Non‑Returnable & Non‑Refundable Items

The following items and situations are generally not eligible for return or refund:

  • Fresh flowers, bouquets, plants and other perishable arrangements;
  • Chocolates, wines and food items once delivered in good condition;
  • Custom or personalised gifts (for example, custom messages, engraved items or bespoke designs);
  • Orders delivered to the correct address where the recipient is unavailable or refuses delivery;
  • Sale items, discounted promotions or gift cards/vouchers.

5. Delivery Issues & Incorrect Details

We rely on the delivery address, phone number and delivery date you provide at checkout. We cannot be held responsible for failed or delayed deliveries caused by:

  • Incorrect, incomplete or unclear delivery addresses;
  • Incorrect or unreachable recipient phone numbers;
  • Recipient not available at the address within the delivery window;
  • Events beyond our control (for example, extreme weather or major traffic disruptions).

In such cases, we will do our best to assist (for example, by arranging a re‑delivery at an additional fee), but we are not obliged to offer a refund.

6. How to Contact Us About an Issue

If you experience a problem with your order, please contact us as soon as possible with:

  • Your full name and phone number;
  • Order number or M-Pesa/transaction reference;
  • Clear photos of the item and packaging (where relevant);
  • A short description of the issue.

You can reach us using the details on our Contact page. This helps us investigate quickly and decide the most appropriate solution.

7. Changes to This Policy

We may update this Refund & Returns Policy from time to time. The latest version will always be available on this page. Your continued use of our website or services after any updates means you accept the revised policy.